There are some clients, we are convinced, who were born to complain. They may also be in a trade or profession where complaining and haggling are an accepted part of the business, and in fact it may be one of the attributes that make these clients successful. Some clients, for example, consider the rendering of a fee note not as a demand for payment but merely a routine opening of negotiations, such as one might expect if one were buying a carpet in a bazaar. Unless you enjoy dealing with these perpetual complainers, it’s best to see them on their way. A simple letter along the lines of:

“We work hard to maintain cordial and productive relationships with our clients. I note that you have complained about the last three invoices we have sent you and since we are shortly intending to increase our fees, this is a good time to suggest that you find another accountant to act for you. Be assured that we will do everything necessary to provide your new accountant with all the records he or she will need.”

The other thing to avoid is taking on complainer clients in the first place. To help identify a born complainer ask these 5 questions before you accept a new appointment:

* Why are you changing accountants?

* Were you satisfied with the services of your prior accountant?

* Did he/she complete your work on a timely basis?

* Do you have any specific comments about this individual?

* Do you mind if we call your previous accountant?

Use the Client Disposal Checklist to identify clients that might have to be let go. Have the entire firm complete the checklist for any clients they think need to be put on the Chopping Block.

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